Monitor call center operation by managing call queues, service level and adjust staffing levels.Provides reports for management review (i.e daily/ monthly call volume, forecasting and staffing and daily attendance attendance/ absenteeism).Record the daily absentee information and review for staffing adjustment to maintain service level.Prepares and analyzed reports (daily and monthly) and provides reports to necessary stakeholders.Monitor and provides information and technical support to 1st level agents.Assist Team Leader for ad hock task and monitor 1st level agents.

Handling complaints and inquiries via online channel and social media platform which are Facebook, Instagram, Twitter and web form.Handling all product enquiry and customer's feedback or review from Go Shop website and address complaint received via product review to complaint department for further action.Highlight potential regulatory complaints and viral issue to Team Leader for immediate action.Handling FB live show by reply to customer inquiries and assist customer how to order.

Handling customer complaint regarding delivery delay and order received (i.e item damage, incomplete item and etc.)Liaise with other related departments (i.e IT, Logistic and Marketing) with regards customer complaintPromoted to SR Person in Charge (PIC) - assist Team Leader in pull, analysis report and any SR related issue.Achievement: SR Icon 2021

Handling incoming call from customer for placing an order and inquiries (i.e product inquiries, check on order/ delivery status and other order related issues)Received customer complaint regarding delivery delay and order received (i.e item damage, incomplete item and etc.)Doing up sell and cross sell for better sale conversion.Achievement: Most Outstanding 3rd Place Personal Go Shopper

Handling customer inquiries regard order status, delivery status, investigate on missing/ lost item and damage item issue and return reject status.Liaise with National Consumer Complain Center (NCCC) and KPDNKK email and complaint.Handling fake/ counterfeit and fraud issue (if any).Handling customer satisfaction, i.e bad/ good rated issue.Achievement: Star Performer in CS Digital Team

Answering and handling inbound call from Telekom Malaysia (TM) Streamyx’s customer.Assist customer to do internet troubleshooting and do report based on incidents happened and escalate that report to respective department for restoration purpose.Assist customer on billing issue such as to provide customer update bill, to activate customer line after been suspended and other billing related issues.

Assisted to do all documentations regarding sale and purchase of property such as Sale and Purchase Agreement, Deed of Assignment and others related agreement.Assisted to prepare loan documentation between the clients and the bank.Doing all general office tasks like documentation, filling and others.